Terms and Conditions

What we charge you for

1. As a private facility, we charge you the total cost for examination, diagnosis and advice, treatment and maintenance including but not limited to clinician letters and telephone calls.
2. Our advice and treatment charges include but not limited to the clinician’s expertise, time including that spent with patients, support staff, equipment (investment and maintenance), materials, training and laboratory costs.

 

Charges

1. All treatment and dental care at TwentyOneDental is provided on a private contract basis. There is no NHS provision.
2. We charge set fees for routine treatments such as fillings, restorative treatment, implants and orthodontic treatment which can be viewed in our fee guide on our website.
3. For non-set treatment we charge an hourly rate for the Clinical Director, Specialist and Special Interest Surgeons and our Associate Clinicians.
4. Individual patient needs will vary and all of our treatment plans are created on a personalised basis, according to the procedure required and the time required to complete the procedure. Where we are creating treatment planning, fees will apply and categorised as follows standard, complex and multiple planning.
5. Where advice, information, reviews are provided rather than carrying out treatment, fees will also apply.
6. Appointment times may need to be extended as deemed appropriate by the treating clinician for example, to complete unpredicted treatment. If this is the case, you will be advised and ask how you wish to proceed. Our fees are calculated by referencing the time our clinical team need to spend both clinically and administratively in order to administer, report on or evaluate treatment for you.
7. Additional charges will also be applied if treatment is out of normal surgery hours or requires re-opening of the clinic to provide treatment.
8. Appointments times are scheduled in accordance with our standard dental treatment guidelines. Beyond such times, treatments are classed as non-standard.
9. Where additional time is taken over and above the non-standard allocated time, additional patient fees will apply and become due and payable the same day.
10. Where additional time cannot be accommodated the same day, the patient will be scheduled in at the first available opportunity to complete the patient treatment, following payment of additional fees.
11. New consultation appointments and routine check-up appointments are charged according to our published price list.
12. Occasionally a longer appointment may be necessary in order to deal with a particularly urgent or complex problem in which case the fee will reflect the time taken. It may not be possible to complete all of the assessment required and we may need to schedule a further visit including but not limited to delivering and discussing extensive or complex treatment plans. This will be charged at our standard rate for a review appointment according to our fee guide or time taken.
13. Letters, telephone/video calls, made and received with and/or on behalf of patients by our clinicians are charged on a non-clinical set rate according to the time taken.
14. We reserve the right to increase our charges which will usually be reviewed on an annual basis.
15. Our charges are as per our published price list on our website, which is supplied as a guide.

 

Estimates

1. Written estimates are provided for all planned treatments and the fees remain valid over the whole period of treatment provided it is commenced within 3 months of the date of the estimate.
2. Should treatment not be commenced within a 3 month period, it will be necessary to re-examine your dental status and adapt/amend your treatment plan. This will result in a change to the amount you are charged.
3. Every effort is made to give cost estimates which are as accurate as possible based on the information available to us at the consultation or treatment planning appointments.
4. Treatment plans and associated cost estimates may need to be reviewed as your treatment progresses, therefore requiring a change in your treatment plan. If this is the case, the amount you are required to pay may change from the original fee discussed. You will be advised if there is a change to the prescribed treatment and asked how you wish to proceed.
5. If additional dental work is deemed necessary during a course of treatment, you will be advised of any additional treatment items and asked how you wish to proceed. Additional fees will be applied at the fee rate at the time of adjustment and you will be supplied with an updated treatment plan.

 

Payment terms

1. Fees for treatment, consultations, reviews, reports and/or advice are due at the time of booking and can be paid by cash, credit or debit card, finance (0% Finance available) and direct bank transfer (BACS).
2. For longer courses of treatment, the fees due can be divided over the duration of the treatment time according to the number and duration of appointments, with the final balance being due on the agreed day of completion of the treatment. All fees are to be paid prior to each treatment stage.
3. Finance packages (including 0%) are available to spread your treatment fees over a longer period of time, but these must be agreed within 3 months of the treatment estimate being provided and in discussion with our Treatment and Finance Advisor, before treatment commences.
4. Any variation of payment terms can only be agreed prior to commencement of the treatment.
5. If any account, whether interim or final, and in relation to any type of work remains unpaid for 30 days we shall be entitled to charge interest on the amount outstanding from the date of the invoice at 2% per calendar month.
6. Fees are to be paid at the time of booking.

 

Patient Portal

1. Digitisation is important for sustainability. As part of our ongoing commitment to the environment and by way of support in dentistry, we continue to develop and harness digital technology and systems to streamline service delivery which provides key opportunities to help reduce the impact upon the environment.
2. We are proud to be 99% paper free. Greatly contributed to by our patient’s commitment to embracing the use of our digital technology to helping the environment and its future for generations to come.
3. Each patient is therefore provided with their own dedicated online access to the patient portal. The portal is a secure site that holds patient records including but not limited to medical information, consent and treatment forms.
4. All patients are required to promptly complete all forms sent from us. These are important forms that are legally required to be completed by you.
5. Failure to complete forms prior to arriving for your appointment will result in you not being able to be seen by any clinician until all forms are completed. This will mean your appointment time will be shortened. Where this happens, and the clinician is unable to complete treatment for you and a further appointment becomes necessary, additional fees will apply.

 

Appointments & Cancellation Notice Period

1. Examination and Hygiene appointments can be booked online 24 hrs a day on our website and for other appointments via telephone during clinic hours.
2. Every effort will be made to select and accommodate an appropriate appointment in terms of the clinician, length of time needed and urgency based on the information provided by you the patient.
3. Missed appointments and late attendance for appointments will be charged in full according to the fee quoted for your procedure and reflect the set fee and/or time allocated and/or where exceeded.
4. We require at least 2 full working days notice of any cancellation and/or appointment to be re-scheduled.
5. We require no less than 3 full working days notice of any specialist including non routine cancellation and/or appointment to be re-scheduled. Such notice period does not include weekends or public holidays. All cancellation/rescheduling requests must be made by telephone.
6. We regret that we cannot accept email or SMS notification for cancellation/rescheduling an appointment.
7. Appointments cancelled or re-scheduled outside of the minimum notice period will incur a charge as stated above.
8. Charges will be debited to your account with us. If you have not paid a deposit, settlement of this charge will be required before treatment can continue. Treatment co-ordinator consultations not attended will attract a £25 fee.

 

Deposits & Payments

1. We make appointments with the expectation that you will attend at the agreed date & time to undergo your treatment.
2. If you change your mind or work/other commitments prevent you from attending, we ask you to provide us with the required notice so that we can reallocate your appointment slot to another patient.
3. When booking your appointment, we will seek full payment and/or where appropriate a deposit from you, payment of which follows industry guidelines and is also your confirmation of your commitment to attend your appointment.
4. Our deposits and/or payments are normally fully refundable providing sufficient notice of cancellation is given. Details of our cancellation policy can be found on our website.
5. We may, at our discretion, accept a booking on a provisional basis without payment of a deposit. In such situations, we will normally agree alternative arrangements for payment of the deposit with you.
6. If you do not pay the deposit within the timescale you have agreed, we reserve the right to cancel your appointment and reallocate the time to another patient.
7. We do not offer discounts, so please do not ask.
8. The patient is responsible for settlement of all additional fees in full upon request (unless otherwise agreed in writing or via an approved payment plan). Where treatment fees are to be settled by a third party or finance arrangement, fees will be requested in advance of treatment proceeding and must be cleared in our account prior to appointments being scheduled and confirmed. If treatment is commenced and the decision is then made afterwards by the patient to obtain finance from a third party for the remainder of treatment, we reserve the right to delay scheduling of future appointments until finance has been agreed and funds cleared into our account. Any outstanding fees already incurred are payable as per these terms and conditions.
9. We reserve the right to postpone further on-going treatment if due invoices are not settled by due dates and can take no responsibility for any disruption to treatment, inconvenience or further costs that are incurred in the event this decision is made. We are sympathetic to changes in personal circumstances that may preclude further treatment or cause difficulties in making payments and will work with you to find a satisfactory solution.
10. We regret that we do not accept personal cheques for payment towards treatment. However, we will accept bankers’ drafts (bankers’ cheques) which must clear in full at least two working weeks prior to treatment commencing.
11. Any outstanding balance of fees not paid and cleared in full from the day of invoice after work is completed without arrangement will be subject to a 3.5% per calendar month interest surcharge on the following working day, compounding monthly. This fee is applied monthly to the balance of the account on the next calendar working day after the invoice date until the account is settled and cleared in full. A reminder and updated statement will be sent to your last known e-mail or contact address by first class post if you do not have e-mail. If you feel you have a valid reason for non-settlement of fees, then this should be communicated in writing as soon as possible and in any case within one calendar month from the date of invoice before interest is applied.
12. We will send a final request to you at your last known e-mail or contact address with notice of impending transfer to a debt collection agency should the account remain unpaid. You should submit any valid reasons for non-payment of fees by post or by e-mail to our operations manager and request acknowledgement of receipt.
13. Account balances not settled will be forwarded to a registered debt collection agency of our choice or HM Courts and Tribunals Service (HMCTS) Money Claim Online without further notice. A 20% surcharge will be applied automatically to the account balance when the account is transferred to the collection agency or HMCTS Money Claim. We will not enter into any direct correspondence regarding fee settlement after referring the account unless you confirm full payment of the full outstanding account including costs to the practice by e-mail and funds are received into our account whereupon we will confirm receipt and cancel the debt collection process. You should submit any further correspondence regarding this matter directly to the collection agency involved. We reserve the right to withdraw all services including emergency care until due invoices are settled without responsibility for any consequences of delayed treatment.
14. We will communicate via your last known e-mail address (or postal address if you do not have e-mail). Should your e-mail or home address or contact numbers change during treatment, or if you will be away from your address or e-mail for an extended period, it is your responsibility to inform us via your patient online portal or by e-mail to our operations manager (or in writing by normal post to, LCIAD Ltd, 28 Wimpole Street, London W1G 8GW) to prevent costs incurred by delayed payment due to lost, misdirected or late receipt of invoices. Further fees may be applied at our discretion (to a value of no greater than 10% of the final balance of the account) if extensive administrative time is spent dealing with recovery of monies owed on your account.
15. All above-mentioned fees are cumulative. The monthly 3.5% administrative fee will continue to be applied to the final balance of the account even after referral to a debt collection agency or HMCTS until the account is settled in full.
16. TwentyOneDental has a policy of pursuing all unpaid accounts through appropriate legal channels including all time and legal costs incurred in the pursuit and recovery of due fees. Please note that this may greatly increase the total fees payable over and above the outstanding invoice amount. If you are genuinely unable to pay due to a change in circumstances, we will be sympathetic so please do let us know in writing a timely fashion so that we may make mutually acceptable arrangements.

 

Dental Guarantees – what is and is not included

1. TwentyOneDental and the dental technicians with whom we work offer a voluntary guarantee on our work against technical failure for 12 months.
2. Guarantees will not commence until the End of Treatment has fully completed.
3. “Technical failure” will be diagnosed and photographically documented by the dental surgeon and the information shared with the dental technician responsible for any laboratory work fitted. It will cover the following:
(a)Significant breakage of definitive restorations, (but not core restorations prescribed for overlaying or crowning).
(b)Significant breakage of definitively fitted or cemented laboratory work (apart from the acrylic or composite resin veneering on metal framework implant bridges or attachment or retention components in removable dentures which will require periodic servicing as teeth or attachment or retention elements wear).
(c)Breakage of implantable medical devices such as dental implants or manufactured components.
The guarantee does not cover:
(d)Minor wear, chipping or cracking of laboratory work from normal usage where the core material or tooth has not been visibly exposed and where functionality and aesthetics has not been significantly affected.
(e)Temporary emergency care items such as temporary fillings, temporary repair of breakages or treatment to alleviate an emergency or re-cementation or repair of previous work not carried out at TwentyOneDental.
(f)Integrity of provisional restorations if definitive replacement is delayed by more than 1 calendar month beyond that advised or planned.
(g)Where a guarantee has not been given in the treatment planning letter for a specific reason or for a specific item or items of treatment.
(h)Where there has been a lack of proper cleaning and home care, failure to follow clinical instructions including but not limited to failure to wear a prescribed nightguard, lapse in attending recommended examination and hygienist programme appointments, breakage due to trauma, inappropriate use or suspected deliberate damage, delay in the provision of definitive protective restorations beyond a period of 1 calendar month from when recommended, new decay, gum recession due to natural changes exposing edges of crowns or implants, periodontal (gum) infection or sudden tooth or root fracture under an intact restoration.
(i)Subjective unacceptability from the viewpoint of the patient or third party including their partner or spouse if work is technically correct, and the patient has accepted cementation or fitting at the time of the fit appointment.
4. Biological failure: Many biological failures are beyond the control of the dental surgeon and can be related to the medical and genetic profile of individual patients, for example those patients susceptible to destructive gum disease. However, TwentyOneDental also covers the following biological failures on the condition that any medical tests required to diagnose the causes of possible failure are carried out when recommended:
(a)Complete failure of bone grafts or soft tissue grafts or dental implants in non-smokers, patients not taking bisphosphonate or other bone metabolism-influencing medication and not having any disease process influencing bone or soft tissue healing including but not limited to diabetes types I and II, high LDL cholesterol and low vitamin D levels. We may require patients to have blood tests via their GP if we suspect a systemic medical cause to any failures. These costs are not covered by TwentyOneDental. We may request appropriate blood tests prior to any elective treatment if you have a history of biologic failure of previous treatments.
(b)Failure of root canal treatment by persistent infection but not including breakage or root fracture under a crown or due to a delay in protective crowning or onlaying for protection when recommended.
5. Work is guaranteed and will be repaired or replaced free of charge, or fee paid for failed work will be deducted from future work whichever is applicable on the condition that the treatment deemed to have failed can be seen and documented at TwentyOneDental. Refunds will not be made.

 

TwentyOneDental Facial Aesthetics maintenance plans

1. All patients attending TwentyOneDental for a course of treatment for facial aesthetics will receive a customised maintenance plan to maintain the result where treatment has a finite expectation of effective duration. This is normally payable in advance at the end of treatment and scheduled in accordance with the advice of your clinician. This does not cover additional treatments which would be estimated for separately upon request.

 

Interpretation of Terms and Conditions

1. Final interpretation of these terms and conditions rests with the Clinical Director of TwentyOneDental. Any areas of dispute may be referred for independent arbitration with the professional indemnity society of the clinician concerned.
2. Details of the clinician’s professional indemnity society can be requested from the Operations Manager.

 

Condition of guarantees

1. The guarantees set by TwentyOneDental are conditional on completion documentation at your end of treatment review final appointment where baseline records will be taken and your clinician will sign off on your healthy dental status to their satisfaction.
2. They are also dependent on you attending regular clinical dental and hygiene/therapy examinations at TwentyOneDental per calendar year as specifically recommended to you in correspondence or by your dental surgeon’s or hygienist/therapist’s advice during review or examination appointments which will be documented in your records.
3. TwentyOneDental is not responsible for the quality of dental and hygiene services provided by other practices and any clinical consequences arising as a result of third party services.
4. Inadequate or infrequent hygienist care or regular examinations negate your guarantee.
5. Regular annual examination and hygiene services are provided by recall at TwentyOneDental in addition to any regular dental care from your own dental surgeon and/or hygienist and documented at TwentyOneDental to maintain this guarantee unless alternative hygienist services can demonstrate documented care to the same standard.
6. Your dental records include regular recordings of plaque, bleeding, pocketing and recession scores and additional photographs and radiographs as appropriate and as prescribed by TwentyOneDental.
7. TwentyOneDental guarantees will no longer apply after the patient has left TwentyOneDental and transferred to another practice or clinician from their date of notification of moving where treatment has been undertaken by any clinician other than ourselves.

 

A change of mind about Treatment

1. When we book treatment for you, we commit that time and our resources to you. However, we do understand people change their mind and you are entitled to change or withdraw from treatment at any time. Where this arises before any treatment is consented to, no fee will be payable as long as:
• No third parties eg laboratories have been instructed in relation to treating you;
• No specific materials/components have been ordered to assist in your treatment;
• No time has been spent undertaking treatment and/or preparing for treatment;
• No time has been set aside within the following 48 hours for your treatment;
2. Where a change of mind arises and treatment has commenced, then you will be charged for the full time allocated for you and not only for the partial treatment/procedure that you have undergone.
3. Where laboratories have been engaged or specific components/materials have been ordered, you will be charged for these plus an administration fee of 15% of the cost of the service, material, component.
4. Fees will be payable for changes to treatment that had been discussed and agreed by you with the clinician that have been commenced, undertaken and/or completed.
5. If you are unhappy with the treatment provided, this will only be replaced according to our guarantee where it is deemed by the clinician, operations manager/clinical director as being of insufficient standard/quality/appearance.
6.Where unrealistic expectations/outcomes are sought, we will explain the reasons why such treatment or outcome is not appropriate and/or achievable in the professional judgment of our Surgeons.
7.Where confirmation has been provided by patients for treatments to proceed with for example chosen shape, colour or otherwise, any patient requests to change confirmed treatment choices following commencement of treatment including any preparatory work will be charged at our usual fees.
8. Where treatment finance has been obtained and is sought to be refunded by the patient in full or in part, we will refund the money for treatment including but not limited to any preparatory work that has not been carried out, less finance fees payable (a percentage based on the amount to be refunded) plus an administrative charge of £45.00.

 

Reports

1. Written reports, insurance reports, addendum reports, advice to supplement treatment plans, estimates (including for medico-legal purposes) and for referring clinicians are charged by reference to the time required and complexity of the case at our clinicians’ hourly fee rate.

 

Consents & Referrals

1. Every effort will be made to ensure that you fully understand the treatment plan with both verbal and written supplementary information to include the options, benefits and risks associated with the proposed treatment.
2. You will then be required to sign a statement of informed consent prior to treatment commencement.

Emergencies

1. We maintain an emergency contact facility so that both registered and non-registered patients can contact us during our outside* normal surgery hours.
2. Each emergency call will be triaged in the first instance.
3. All emergencies are chargeable including but not limited to prescriptions.
4. We also reserve the right to make a charge for our telephone advice and/or a fee for recalling the dentist and/or re-opening the surgery out of normal hours in addition to the usual treatment fees.
*Saturday morning 9am-12pm

 

Mobility Access

1. We offer access to dental care for disabled and limited mobility patients.
2. Parking is available on clinic premises but requires advance booking in conjunction with arranging the appointment and is subject to availability.
3. A public disabled parking bay is situate at the clinic front entrance on New Church Road. Payable, metered street parking is also available directly outside the clinic.

 

Complaints

1. We are always keen to receive feedback positive or negative about our services so that we can use the comments to compliment our team, learn from our mistakes and improve our performance.
2. Complaints should be addressed directly to our Operations Manager in writing and will be handled in accordance with the clinic complaints policy, a copy can be found on our website.

 

Access to medical records

1. From time to time, it is necessary to obtain additional information to assist with diagnosis and treatment from the patient’s doctor, previous dentist or medical specialist.
2. This is carried out in accordance with the Access to Medical Reports Act 1988 and you have a right to withhold your consent or to see the medical report before it is sent to us.

 

Clinicians Unavailability

In the rare event that a TwentyOneDental clinician must cancel or postpone an appointment for any reason such as illness, equipment breakdown or unavailability beyond their control, if they are running late due to an unexpectedly long treatment duration with a previous patient or more frequent visits are required for your treatment than initially predicted, TwentyOneDental would not be liable for any loss incurred by you directly or indirectly. However, at TwentyOneDental we do appreciate that your time and diary are at least as important as our own and undertake to minimise inconvenience as far as possible by good planning.

 

Expected Standards of Behaviour

1. We have a duty to provide a safe and secure environment for all team members, patients and visitors.
2. Any behaviour deemed to be threatening and/or intimidating whether directly or indirectly will not be tolerated and decisive action will be taken to protect our team members, patients and visitors to the clinic.
3. This shall include but not limited to removing a patient from our clinic lists, terminating and charging for treatments in full.
Confidentiality

1. You can trust that your data is safe with us.
2. We have a legal obligation to keep the personal data, medical information and affairs of patients confidential and this is the responsibility of all members of the team according to the GDPR and General Dental Council guidelines.
3. A copy of our confidentiality policy can be found on our website.

 

Termination of instructions

1. You may withdraw your instructions or consent for treatment at any time by written or verbal notice to us.
2. In such circumstances, you will be required to pay for all such treatment undertaken and planned for as per our deposit and cancellation policy.
3. We reserve the right to withdraw treatment at any time by giving you written notice where we have reasonable grounds to do so (including failure by you or any persons acting on your behalf to settle invoices in full).

 

Questions

For any questions regarding these terms or practice policy please contact the Operations Manager, Carol Deaman.